Hybrid Operations Manager III – Retirement Plan Services

at TruStage

• Job title: Operations Manager III – Retirement Plan Services
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: $102,200 - $153,300 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Madison, United States

About the role

• Manager III, Operations overseeing customer operations and enhancing Retirement Solutions products. Leading team performance metrics and ensuring adherence to TruStage processes in a hybrid environment.

Responsibilities

• Provides day-to-day leadership and supervision to team members
• Assists in coaching team to be able to identify inquiries which are beyond the scope of authority and take appropriate actions
• Inspires team to focus on adherence to TruStage policies and processes
• Fosters a positive work environment
• Develops and maintains productive working relationship with all team members
• Sets goals and standards of performance for the team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for the successful completion of assignments or tasks
• Provides ongoing dialogue to team members about their performance
• Coaches and helps establish individual development and career plans
• Completes quality reviews for team members
• Ensures staff compliance with company processes
• Monitors and evaluates quality and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets
• Analyzes periodic performance indicators and communicates regularly to team members
• Prepares employee performance appraisals and merit recommendations
• Investigates and resolves issues as required - whether customer issues, team issues or departmental issues
• Identifies, designs and makes recommendations for process changes to improve customer experience
• Maintains an awareness of TruStage Principles
• Promotes and maintains a positive, professional image of TruStage
• Participates in specials projects as assigned by the manager
• Informs team of changes, potential changes and other pertinent information affecting the department
• Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed
• Supports the dissemination of TruStage corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)
• Coordinates with vendor and monitors SLA's with metrics/dashboards to ensure that performance targets are met

Requirements

• Bachelor’s degree in Business or equivalent work experience
• 8+ years of experience in customer service, administration or operations, preferably in the retirement/financial services and/or insurance industry
• 4-6 years prior experience, directly and indirectly, leading medium-sized teams
• Strong interpersonal and demonstrated team-building and coaching skills, proven teamwork and collaboration
• Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions
• Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
• Prior experience with project management methodology is strongly preferred
• Strong ability to communicate at all levels with clarity and precision, both written and verbal
• Ability to adapt in a changing work environment
• Advanced technical/computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.
• Proven experience working with project/development teams in an Agile/SCRUM framework
• Must have experience working with Retirement Plan Documents including: Adoption agreements, plan amendments, resolutions, loan policies, summary plan descriptions (SPD), and summaries of material modifications (SMM)
• Relius Document experience preferred
• Knowledge of QDROs and IRS/DOL correction programs
• Understanding of DC/DB plan terminations, mergers, conversions and asset transfers
• Familiarity of Notice and Disclosure rules and distribution process to Employers and participants
• Experience with legal document preparation and accuracy for new plan installation and takeover plans
• Experience managing plan updates and restatements tied to regulatory timelines and legal changes
• Strong knowledge of IRS, ERISA, and DOL rules and regulations applicable to 401(k), 401(a), 403(b), 457(b), and church plans
• Experience managing plan documents using vendor-based, web-enabled document systems; Relius Documents experience a plus

Benefits

• medical
• dental
• vision
• employee assistance program
• life insurance
• disability plans
• parental leave
• paid time off
• 401k
• tuition reimbursement